22 Replies

This comes up a lot for me. Often multiple users report the same problem with the same equipment or a user will create a new E-Mail instead of replying to a HelpDesk E-Mail, thus creating a new ticket.

This kind of goes with the suggestion to allow multiple contacts for a ticket.

1st Post

I think this would be a very useful feature. Sometimes we have multiple people open up the same ticket/request. In our old ticketing system (may it rest in peace), we were able to do this and we used it a lot.

On a related noted: It would also be nice if we could include a hash command that dictated the ticket number, so I could easily append to an existing ticket, or if a new email chain is started on a existing ticket, I would not have to go back and cut-n-paste all the notes.

When I searched for how to merge tickets, I saw that this has been a thread in 2007 (possibly before). I would find it helpful to have an official Spiceworks comment as to the feasibility of this getting implemented. If you add up all of the various threads where folks request this, I think we have a larger-than-appears-here vote for this feature.

This feature would help me out in so many ways. A lot of times i get the same ticket from 2 different users. then im either forced to leave both open and try and respond to each ticket as the issue is being resolved, or i delete one ticket and try and CC the other user on the existing ticket.

the problem with that is if they respond to the old ticket via email, it opens the old ticket again!

When I searched for how to merge tickets, I saw that this has been a thread in 2007 (possibly before). I would find it helpful to have an official Spiceworks comment as to the feasibility of this getting implemented. If you add up all of the various threads where folks request this, I think we have a larger-than-appears-here vote for this feature.